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About the Role

As ENYRING prepares for its Berlin pilot and Proof of Concept (PoC), we are looking for an experienced Customer Experience & Support Manager to build and operationalize our customer support function. This is a hands-on role where you'll design processes, implement tools, and prepare ENYRING for successful customer support during our pilot and beyond. This position is offered on a fixed-term contract of six months, with the possibility of extension depending on business needs. You'll own the setup and operational readiness of ENYRING's customer support function, ensuring we're ready to support customers during our Berlin pilot and translating learnings into scalable processes for future growth.

Responsibilities

Build and execute the customer support implementation roadmap
Coordinate cross-functional stakeholders to ensure operational readiness
Monitor milestones, dependencies, and project progress
Drive customer support rollout for the Berlin PoC
Configure and optimize Odoo (and/or HubSpot Service Hub)
Design ticket categories, routing logic, inbox structures, and workflows
Support setup across email, phone, chat, and self-service channels
Build scalable operational processes for future growth
Develop FAQ and Help Center content
Create customer support documentation and internal knowledge materials
Design chatbot content and automation workflows where appropriate
Ensure customer journeys remain simple and intuitive
Design customer support workflows from first contact to resolution
Define escalation paths and operational procedures
Create templates and standard operating procedures (SOPs)
Collaborate with internal stakeholders to ensure compliance and operational excellence

Requirements

2 -3 years of experience building or improving Customer Support or Customer Success operations
Experience implementing support platforms such as HubSpot Service Hub (or similar CRM/support tools)
Strong understanding of customer service processes, ticketing systems, and support operations
Experience creating knowledge bases, FAQs, playbooks, and customer support documentation
Project coordination and stakeholder management skills
Experience working in startup or fast-changing environments
Professional proficiency in German and English
Experience within mobility, eMobility, subscription services, retail, or after-sales environments
Experience onboarding external customer support providers (BPO)
Familiarity with chatbot implementation and customer support automation
Experience working with GDPR-sensitive customer support processes
Customer Experience (CX) certifications or similar
Hands-on and delivery-focused mindset
Comfortable building processes from scratch
Strong ownership mentality
Good communicator across technical and non-technical stakeholders
Comfortable navigating ambiguity in a startup environment

Skills

Customer Support
Customer Success
HubSpot Service Hub
CRM
Ticketing Systems
Knowledge Base Creation
FAQ Development
Playbook Creation
Customer Support Documentation
Project Coordination
Stakeholder Management
German Language Proficiency
English Language Proficiency
Mobility Industry Experience
eMobility Experience
Subscription Services Experience
Retail Experience
After-sales Experience
BPO Onboarding
Chatbot Implementation
Customer Support Automation
GDPR Compliance
Customer Experience (CX)
Process Design
Workflow Design
Escalation Path Definition
Standard Operating Procedures (SOPs)

Location

Berlin

Work Type

Fixed-term contract
Hybrid
On-site

Experience Level

Mid-level

Benefits

Collaborative environment
International and diverse team
Modern workspace in Berlin Mitte
Flexible hybrid work
20 days per year of remote work
30 days of annual leave
50€ monthly mobility budget or Deutschland Ticket
Personal learning & development budget
Regular team get-togethers
Informal company events
Opportunity to experience company products
Chance to grow with a young and evolving company

About the Company

ENYRING GmbH, a new technology company founded by Yamaha Motor Corporation Ltd., offers swappable batteries for eBikes on a subscription basis to individuals and companies.
Together with European partners, ENYRING is creating a closed loop in which recycled materials are used to manufacture new products.
This new initiative promotes a sustainable, recycling-oriented society and reduces time and financial stress for users of electric bicycles.

Equal Opportunity

Even if you don't meet all the criteria listed in the job description, we'd still love to hear from you, you might bring other strengths that are a great fit for our team.